New aviation industry ombudsman & customer rights charter in Australia

[Saab34]

I’ve never understood the complexity airlines have with refunding money. You can get instant or next day refunds at a payment terminal at most retailers, even online refunds it only takes a day or two.

I’ll never forget Bonza. They apparently needed to do it all manual, someone literally transferring money from a Bonza CommBank account and back to the customer. Which explains why it took months to get a refund.

A few things I want and this is based off low expectations.

-Refunds within 7 days.
-While you are in the airlines care, I don’t care if it’s weather or engineering, they are responsible for you and need to wear hotel food costs. Getting out of reimbursement because of factors not in my control isn’t my issue.
-4/5hr Delays and longer an airline voucher needs to be provided. Alliance giving me a 5 hour delay due crewing, that is the COOs issue not mine.
-Cancellations they need to do everything they can to get you there, ie pushing via connections.

 

[MEL_Traveller]

I’ve never understood the complexity airlines have with refunding money. You can get instant or next day refunds at a payment terminal at most retailers, even online refunds it only takes a day or two.

I’ll never forget Bonza. They apparently needed to do it all manual, someone literally transferring money from a Bonza CommBank account and back to the customer. Which explains why it took months to get a refund.

A few things I want and this is based off low expectations.

-Refunds within 7 days.
-While you are in the airlines care, I don’t care if it’s weather or engineering, they are responsible for you and need to wear hotel food costs. Getting out of reimbursement because of factors not in my control isn’t my issue.
-4/5hr Delays and longer an airline voucher needs to be provided. Alliance giving me a 5 hour delay due crewing, that is the COOs issue not mine.
-Cancellations they need to do everything they can to get you there, ie pushing via connections.

Agree in principle, except for cover for events outside their control.

If ATC can’t cover operations and flights are delayed or cancelled, why should the airline pay? It should be the government, or Air Services AU.

Do we want the taxpayer to foot the bill?

Same as weather. Genuine delays for weather shouldn’t fall on the airline. I think EU261 goes too far in that respect.

The caveat in that is that it must be a genuine weather delay. Like a ground stop. Not blaming weather in Hobart at 6am for a delay to the SYD-MEL at 4pm.